Ask us
Questions about a shade, an order or what a formula will and will not do: ask. Messages are answered around the clock, on chat and through the form on this page, by our assistant working from your real order and our published policies. Our customer experience team is at the desk Monday to Friday, 7AM to 6PM PT, and anything that needs a decision from them waits for those hours; we will tell you so in plain words.
| Channel | Where | Best for |
|---|---|---|
| Live chat | The chat button at the bottom of every page | Quick questions about shades, orders and stock |
| Contact form | The form on this page | Anything with detail, and anything you would like answered in writing |
| Shade Match | The form on this page: choose A shade question | Help choosing a shade or an exchange shade |
| Creators and affiliates | The form on this page: choose Creators and affiliates | Codes, commissions and payouts |
| Wholesale and stockists | The form on this page: choose Wholesale | Applications and existing wholesale accounts |
| Press | The form on this page: choose Press | Press requests |
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Mon–Fri
7AM to 6PM PT
Our team's desk hours. Chat and the contact form are answered at any hour.
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Within 2 days
our target to fully resolve a message sent with the form
Chat questions are usually resolved the same day.
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Ontario, CA
where every order ships from
Orders placed before 12PM PT on a business day ship the same day.
The fastest route for common questions
- Where is my order? The tracking portal shows every scan as it comes in. An order with a pre-order item ships in two packages.
- The shade is wrong: the Shade Promise covers one free exchange per order on complexion products, and it starts in the returns portal.
- Change or cancel an order: while it has not shipped, you can do both yourself on the order editing page.
- Skip, pause or cancel Auto-Replenish: all self-serve in the Auto-Replenish portal.
- A powder or palette arrived cracked: send us a photo. You do not need to send it back.
- A reaction to a product: stop using it, rinse it off and write to us right away with the batch code. If it does not settle, or there is swelling near the eyes or throat, see a doctor.
What we will not ask you for
We never ask for a password or a card number, in any channel. Signing in uses a one-time code sent to your email. If a message claiming to be from Lucerna asks for either, it is not from us.
Lucerna Beauty, Inc., Los Angeles, CA, United States. Please do not mail returns to this address; a return starts in the returns portal, which issues the label and the correct address.
Demonstration
Nothing was sent
In a live store this message would now be with the team. Here the form checked what you typed, sent nothing and stored nothing.